A company uses Dynamics 365 Sales.
You need to analyze account data and create reports based on the analyses.
Which solution should you use?
A. Customer Voice
B. Power BI
C. Power Automate
Show Answer
Correct Answer: B
Explanation: Dynamics 365 Sales data can be analyzed and visualized using Power BI, which provides robust data modeling, analytics, and reporting capabilities. Customer Voice is for surveys and feedback, and Power Automate is for workflow automation, not analytical reporting.
Question 94
A company uses social media for marketing.
The company wants to use out-of-the-box Dynamics 365 Marketing functionality to streamline social media marketing.
You need to determine the supported social media activities.
Which action is supported?
A. Analyze the sentiment of posts about a company
B. Get notified when a company is mentioned
C. Automatically follow another account when a specified condition is met
D. Schedule a post to be published in the future
Show Answer
Correct Answer: D
Explanation: Dynamics 365 Marketing provides out-of-the-box social posting capabilities such as creating and scheduling social media posts for future publication. Advanced activities like sentiment analysis, mention monitoring, or automated following based on conditions are not supported natively without additional services or integrations.
Question 95
Sales representatives need a view of all of their customers and the statistics that relate to these customers.
You need to identify how to create visuals for sales representatives to analyze and compare the data for multiple accounts.
What are three possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Import Excel data
B. Create charts
C. Create reports in the report wizard
D. Embed Power BI reports in a system dashboard
E. Create custom forms
Show Answer
Correct Answer: B, C, D
Explanation: Sales representatives need visual, comparative insights across multiple customer accounts. Creating charts enables visual analysis and comparison of customer statistics. Creating reports using the report wizard provides structured, reusable visual reports tailored to sales needs. Embedding Power BI reports in a system dashboard allows interactive, consolidated views of customer data within existing systems. Importing Excel data and creating custom forms do not, by themselves, provide analytical visuals for comparison.
Question 96
DRAG DROP -
A company plans to replace its existing software with Microsoft products.
You need to recommend an app to accomplish each task.
Which app should you recommend? To answer, drag the appropriate applications to the correct links. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:
Show Answer
Correct Answer: Send a survey: Dynamics 365 Customer Voice
Identify customers in multiple types of data sources: Dynamics 365 Customer Insights
Explanation: Dynamics 365 Customer Voice is designed to create and distribute surveys and collect feedback. Dynamics 365 Customer Insights aggregates and unifies customer data from multiple data sources to identify and profile customers.
Question 97
A company wants an application that meets the following requirements:
✑ Display the latest news about the company.
✑ Recommend leads to sales team members.
You need to identify an application to meet the requirements.
What should you recommend?
A. LinkedIn Campaign Manager
B. Dynamics 365 Sales Insights
C. LinkedIn Sales Manager
D. Dynamics 365 Customer Service
Show Answer
Correct Answer: B
Explanation: The requirements are to show the latest company news and to recommend leads to sales team members. Dynamics 365 Sales Insights is designed for sellers and provides AI-driven lead and opportunity recommendations, prioritization, and insights. It also surfaces relevant company and account news through Microsoft and LinkedIn data integrations. The other options focus on advertising (LinkedIn Campaign Manager), LinkedIn prospecting only (LinkedIn Sales Manager/Navigator), or customer support (Dynamics 365 Customer Service), so they do not best meet both requirements together.
Question 98
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Show Answer
Correct Answer: A, C
Explanation: In Dynamics 365 Customer Service, entitlements enforce limits on customer support consumption using entitlement terms. The metrics that directly limit ticket creation or consumption are Number of cases (limits how many cases a customer can create) and Number of hours (limits total support time consumed). Hours of service only defines business hours availability, not limits, and Initial response time is a KPI/SLA metric, not an entitlement limit.
Question 99
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Show Answer
Correct Answer: D
Explanation: In Dynamics 365 Customer Service, customer submissions from email, phone calls, or portal interactions are stored as activity records (such as Email or Phone Call). Queues are used for routing and assignment, not as the storage format. Work orders are for field service, and work items relate to Omnichannel processing. Therefore, the submissions are stored as activities.
Question 101
HOTSPOT -
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:
Show Answer
Correct Answer: Yes
No
Yes
Explanation: 1) Customer journeys begin by defining the audience (segment) once prerequisites are ready.
2) Journeys target contacts; leads aren’t directly included as audience members.
3) A journey can send an immediate email on form submission and another later using a wait step without a new trigger.
Question 102
HOTSPOT -
A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs before launching the entire email campaign.
You need to recommend a solution for the company.
What should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Show Answer
Correct Answer: A/B test
Separated emails are simultaneously sent to two sample groups. The email with the most response is then sent to the rest of the group.
Explanation: Dynamics 365 Marketing supports automated email A/B testing, which sends two variants to sample segments, measures responses, and automatically delivers the winning version to the remaining audience.
Question 103
A company uses Dynamics 365 Sales with out-of-the-box forms.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings?
A. Controls
B. Attachments
C. Contact information
D. Timeline
Show Answer
Correct Answer: D
Explanation: In Dynamics 365 Sales out-of-the-box forms, logged activities such as phone calls and meetings are displayed in the Timeline control, which consolidates emails, appointments, phone calls, and notes related to the record.
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